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Call Center Manager

Dorra Group
Giza, Egypt
Posted 2 months ago
319Applicants for1 open position
  • 293Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
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Skills And Tools:

Job Description

  • Execute a well-defined Communication and Engagement model to ensure all of the teams understand the performance of Dorra business and also that they understand the needs of their teams
  • Develop the team and support individual progression and learning
  • Monitor team calls (live & recorded) and make sure that the calls KPIs applied.
  • Support call center team by handling angry customers and respond to the transferred calls.
  • Solve tricky escalations and crisis management situations
  • Assist in handling customers’ calls especially in rush hours or absence of the team member.
  • Prepare reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Prepare the daily/weekly & monthly reports.

Job Requirements

Education:

  • Bachelor degree from a reputable university

Experience:

  • (6-8) years of experience in any relevant fie

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